CCaaS Functional Consultant
We are looking for an experienced CCaaS Functional Consultant to join a high-profile customer experience transformation initiative. In this role, you will play a key part in shaping and delivering modern cloud-based contact centre solutions, helping organisations enhance customer interactions across voice and digital channels. You will work closely with business and technical stakeholders to design seamless customer journeys, improve self-service capabilities, and drive adoption of innovative CX technologies.
We Offer
- Opportunity to participate in a large-scale customer experience transformation programme.
- Flexible remote working model.
- Collaboration with experienced consultants, architects, and technology specialists.
- Exposure to modern cloud contact centre technologies and enterprise environments.
- Dynamic international project environment with opportunities for growth and professional development.
- A challenging role with significant impact on customer experience and operational transformation.
- Hands-on experience with leading CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr, or Avaya.
- Strong understanding of omnichannel contact centre operations and customer service processes.
- Experience configuring IVR, call routing, queue management, and agent desktop solutions.
- Proven track record in designing and implementing self-service and digital customer journeys.
- Experience working with business requirements, functional specifications, and solution designs.
- Knowledge of testing processes, defect management, and production deployments.
- Excellent communication and stakeholder management skills.
- Ability to work independently and manage multiple priorities in a dynamic project environment.
- Experience working within Agile delivery teams.
Nice to Have
- Vendor certifications related to CCaaS platforms.
- Experience integrating contact centre solutions with CRM, knowledge management, or customer engagement platforms.
- Background in consulting, digital transformation, or customer experience projects.
- Experience leading workstreams or coordinating small delivery teams.
- Knowledge of workforce management, quality monitoring, or analytics solutions.
- Additional language skills are considered an advantage.